Part-time (Contractor) Community Success Manager III

Viva is a network of affordable housing that offers families a set of benefits, including access to health, education, and financial resources. As one example, Viva offers families access to FREE cash - worth more than $5,000 - to help accelerate the transition to homeownership. We are creating equity for all through housing.

Location: Travel required across Viva markets (50% time)

Schedule: Part-Time Contractor (20-30 hours/week)

Reports To: Director of Community Success

About Viva

Viva partners with affordable housing communities to achieve mission-critical goals such as reducing unpaid rent, increasing resident retention, and strengthening community stability.

We support these goals by connecting residents to meaningful resources across health, education, and financial wellness. Through Viva, residents can access services like telehealth, tutoring, financial tools, and opportunities designed to support long-term financial mobility and housing stability.

Our mission is to create equity through housing by ensuring families not only have a place to live, but access to the resources they need to thrive. By helping residents access life-changing benefits, we help our housing partners build stronger, more stable communities.

About the Role

The Community Success Manager III (CSM III) is a senior-level field leader responsible for driving resident engagement, partner success, portfolio performance, and Community Success team development across multiple communities and markets.

Unlike a traditional Community Success Manager who is primarily responsible for a specific community, the CSM III operates across communities, supporting launches, strengthening partner relationships, coaching team members, improving performance, and helping scale Viva's impact.

The CSM III serves as an extension of the Director of Community Success and is trusted to represent Viva with residents, property teams, ownership groups, and community stakeholders. This role requires a high degree of autonomy, strong judgment, and the ability to balance strategic thinking with hands-on execution.

While this role includes direct resident engagement, it goes beyond outreach. The CSM III is expected to identify opportunities, solve problems, develop others, and help shape how Community Success operates as Viva grows.

Travel is a core component of this role and may require approximately two weeks of travel per month, often non-consecutively, depending on community launches, staffing needs, training initiatives, and special projects.

What You’ll Be Accountable For

Success in this role is measured by your ability to drive meaningful outcomes across residents, partners, portfolios, and the Community Success team.

• 
  Resident Impact
• Help residents successfully access and use Viva benefits
• Improve resident engagement and activation rates
• Support housing stability and long-term financial well-being
• Identify barriers that prevent residents from accessing available resources
• Partner Success
• Build trusted relationships with property managers, regional leaders, ownership groups, and community stakeholders
• Support communities in achieving agreed-upon goals
• Strengthen partner trust through consistent communication and performance
• Contribute to contract retention and expansion through strong execution and relationship-building
• Community/Portfolio Performance
• Drive progress toward resident engagement and activation goals
• Identify risks and opportunities across communities
• Develop and execute improvement plans when communities require additional support
• Ensure consistent execution of Viva's engagement strategy across markets
• Team Development
• Train, mentor, and coach Community Success Managers
• Support onboarding and field training for new team members
• Reinforce best practices and operational consistency
• Serve as a resource and thought partner to the broader Community Success team
• Operational Excellence
• Improve systems, workflows, and reporting practices
• Familiarity with CRMs (generally) and willingness to become a HubSpot CRM power user
• Translate field insights into actionable recommendations
• Contribute to the development of playbooks, training materials, and engagement strategies
• Help scale successful practices across communities and markets

What You’ll Do

• Resident Engagement & Community Support
• Conduct in-person outreach and resident engagement activities
• Support community launches and engagement initiatives
• Build relationships with residents and understand their goals, needs, and barriers
• Help residents access and utilize Viva benefits and services
• Support resident events and community-building efforts as needed
• Partner Relationship Management
• Build and maintain strong relationships with property management teams and stakeholders
• Lead or participate in partner meetings and performance conversations
• Represent Viva professionally and serve as a trusted partner in the field
• Coordinate engagement efforts in collaboration with on-site teams
• Coaching & Leadership
• Train and support new Community Success Managers
• Conduct field-based coaching and role-playing exercises
• Share best practices and lessons learned across markets
• Provide feedback that helps improve team performance and effectiveness
• Portfolio Support & Strategic Initiatives
• Support new community launches and expansion efforts
• Assist communities experiencing performance challenges
• Identify opportunities for operational improvement
• Partner with cross-functional teams to improve resident outcomes and partner success

What This Role Requires

This role is best suited for someone who:

• Builds trust quickly with residents, partners, and stakeholders
• Is comfortable operating independently with minimal supervision
• Thrives in dynamic and sometimes ambiguous environments
• Balances strategic thinking with hands-on execution
• Uses strong judgment to prioritize efforts where they will create the greatest impact
• Is adaptable when plans change or new challenges emerge
• Can coach and develop others while maintaining accountability for results
• Is willing and able to travel regularly across multiple markets
• Demonstrates persistence, professionalism, and follow-through

Leadership Readiness Period

The first 90 days of the Community Success Manager III role serve as a Leadership Readiness Period.

During this period, the CSM III will receive coaching, mentorship, and ongoing feedback while demonstrating readiness to operate as a senior Community Success leader.

Progress reviews will occur at 30, 60, and 90 days and will focus on:

• Resident engagement and community-building
• Partner relationship management
• Coaching and support of Community Success Managers
• Operational excellence and accountability
• Leadership, initiative, and independent decision-making
• Ability to represent Viva effectively across communities and markets

Successful completion of the Leadership Readiness Period is required to continue operating in the CSM III role.

Required Qualifications

• 4+ years of experience in one or more of the following fields: community engagement, customer success, resident services, public health, education, affordable housing, social services, or related fields
• Demonstrated ability to build relationships with diverse stakeholders
• Strong communication and interpersonal skills
• Experience working independently with minimal supervision
• Comfortable conducting in-person outreach and community engagement
• Willingness and ability to travel regularly

Preferred Qualifications

• Experience coaching, mentoring, or training others
• Experience leading projects, launches, or cross-functional initiatives
• Experience working in affordable housing or community-based programs
• Experience working in a startup environment
• Bilingual English/Spanish (strongly preferred)
• Background in social work, public health, education, community development, or related fields
• Familiarity with Social Determinants of Health (SDOH)